Job Description

Imagine what you could do here! The people here at Apple don't just create products - they build the kind of wonder that's revolutionized industries. It's the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to develop a culture where everyone belongs and is inspired to do their best work. Here on the Apple Store Online team, we are responsible for Apple's largest store. Our main goal is to deliver a magnificent, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things. The Retail Executive Relations Manager will lead a group of ER Team Leaders and ER Representatives who support executive, government, Legal and PR related critical issues related to the Apple Store Online and Apple Retail Stores. The manager is responsible for guiding growth and development for their directs and will also interact with senior management and executive levels across functional areas, divisions, and regions in support of the ER team's objective of continuous improvement in process, people, and technology. As a team, we contribute to an inclusive environment through respecting each others' differences and having the curiosity to learn while also demonstrating Apple's values of inclusion and diversity in daily activities.

Description

The ideal candidate is a natural leader and facilitator; a strategic problem solver who can "connect the dots" of the bigger picture, as well as, being comfortable in the details of the deliverables; communicates with ease at all levels; is adept at facilitating actions and resolving conflicts; manages through relationships and influence; and displays grace under fire. Lead, inspire, and develop a diverse team, cultivating an environment where collaboration thrives and individuals grow to achieve extraordinary results. Act as a key collaborator with cross-functional managers, navigating dynamics to align priorities, resolve issues, and drive improvement opportunities. Summarize and reports back to leadership and key stakeholders all steps taken to resolve a customer issue and any Apple issues at root cause. Oversee workflow optimization, case management operations, and quality assurance; define, track, and refine team performance metrics to elevate efficiency, quality, and overall operational excellence.

Minimum Qualifications

8+ years of customer service/support experience in e-commerce/retail environment. 4+ years leading high-performing support teams. Experience managing a diversely experienced group of people and responsibilities with demonstrated cross-regional work on projects/initiatives and liaising with business partners. Must display strong ability to prioritize deliverables, focusing on critical path items, with a persistent attention to detail.

Preferred Qualifications

Fluent in English and Mandarin. Communicates with ease at all levels and teams. Ability to evaluate complex issues with multitude of factors and propose optimal solution(s). Proactive team-player with a can-do attitude and a deep sense of ownership and accountability. Strong leadership skills with a proactive participative style. Comfortable taking on any crisis moments. Encourages direct and thoughtful debate, and intuitively knows when to drive to a decision. Influence worldwide teams to ensure regional needs and preferences are represented in key operations decisions.





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